Dispatcher / Office Administrator – HVAC Home Services

Call The Bee•Bozrah, CT

23h•$70,000 - $85,000

About The Position

The Dispatcher / Office Administrator plays a central role in keeping HVAC service operations running smoothly. This position coordinates daily technician schedules, manages customer communication, supports office operations, and ensures service calls are handled efficiently and professionally. The role balances customer needs, technician availability, and operational priorities. The position requires strict adherence to company processes, direction, and management instruction. Assigned tasks must be completed accurately, efficiently, and as directed. Duties may vary based on business needs, workload fluctuations, and company growth, so flexibility and a team-first mindset are required. This is a full-time position with a typical Monday–Friday schedule. Availability for weekends and/or an on-call rotation is required as needed by the business, with schedules provided in advance. Compensation is listed at $70,000–$85,000 per year, with bonus opportunities.

Requirements

Experience in dispatching, scheduling, or office administration.
Strong multitasking and time-management skills.
Excellent communication and customer service abilities.
Comfort working in a fast-paced environment with shifting priorities.
Organized and detail-oriented.
Calm under pressure and solutions-focused.
Team-oriented, with a positive and professional attitude.
Able to balance customer needs with operational realities.
Availability for weekends and/or an on-call rotation as required by the business.
Adherence to company processes, direction, and management instruction.

Nice To Haves

HVAC or home-services experience is strongly preferred.
Proficiency with scheduling or CRM software; ServiceTitan experience is a plus.
Basic understanding of HVAC terminology, or willingness to learn.

Responsibilities

Coordinate and dispatch HVAC technicians for service, maintenance, and installation appointments.
Optimize daily schedules to maximize productivity, monitor job progress, and adjust schedules in real time as needed.
Communicate job details, parts needs, and customer notes to technicians.
Schedule follow-up appointments and ensure work is completed and closed out.
Answer inbound customer calls, emails, and messages about service requests, estimates, and scheduling.
Communicate professionally with customers and follow up about appointment reminders, service updates, and post-service satisfaction.
Prioritize urgent or emergency HVAC service requests and address customer concerns and complaints professionally.
Make outbound customer calls as needed for scheduling, follow-ups, and operational needs.
Manage memberships, including enrollment, maintenance, and recurring-service scheduling.
Maintain accurate customer records, job notes, and service histories in the CRM system.
Process invoices, collect payments, and assist with billing questions.
Process financing and loan applications when applicable, complete required documentation, and charge or close out financing upon job completion in accordance with company and lender requirements.
Support warranty claims, parts ordering, and vendor communication.
Assist with filing, data entry, and general office organization.
Prepare reports as requested by management.
Coordinate permitting requirements, including pulling permits and scheduling inspections when applicable.
Register installed equipment with manufacturers, complete required documentation, and provide customers with applicable warranty certificates and documentation.
Perform bank deposits and handle company funds in accordance with internal procedures when required.
Coordinate with field supervisors and management to support smooth workflow.
Help maintain compliance with company policies, safety standards, and industry regulations.
Execute assigned tasks accurately, efficiently, and as directed; adapt duties as business needs change.